Understand satisfaction data

Understanding how your customers feel after a conversation is key to improving service quality, coaching your team, and identifying friction points. The satisfactionSurveyResponses query in the iAdvize GraphQL API allows you to programmatically retrieve all responses to satisfaction surveys submitted by your customers including structured scores and open feedback.

What you can retrieve

Each response to a satisfaction survey is composed of up to three types of data:

1. CSAT – Customer satisfaction score

The CSAT (Customer satisfaction) score is a numerical rating that indicates how satisfied the visitor was after their conversation.

• Scoring scale: 1 (very unsatisfied) to 5 (very satisfied)

📌 Available for channels:

• Chat (both agent and bot)

• Facebook Messenger

• Apple Messages for Business

• WhatsApp

2. NPS – Net Promoter Score

The NPS (Net Promoter Score) is a measure of customer loyalty and satisfaction based on how likely a customer is to recommend your service.

• Scoring scale: 0 (Not at all likely) to 10 (Extremely likely)

• Interpretation:

  • 0–6: Detractors

  • 7–8: Passives

  • 9–10: Promoters

📌 Available for channels:

• Chat (both agent and bot)

3. Free Comment – Open-Ended Feedback

This is an optional open-text field where visitors can share qualitative feedback in their own words.

• Allows for:

  • Identifying praise or complaints

  • Spotting UX issues

  • Enriching coaching feedback loops

📌 Available for channels:

• Chat (both agent and bot)

What the API response includes

When you query satisfactionSurveyResponses, you can access:

• Conversation ID

• Survey type (CSAT or NPS)

• Score value

• Comment (if left by the visitor)

• Timestamps (response date)

• Agents who participated in the conversation

The API supports filtering and pagination, allowing you to process large volumes of feedback systematically.

Ready to use it?

You can explore the satisfactionSurveyResponses schema and test live queries in the iAdvize GraphQL API Explorer.